Customer information
Service and cancellation policy
How to reach us
Email [email protected] or call +1 (720) 515-7752 for product questions, request changes or cancellation. We aim to respond within 2 business days, Monday through Friday excluding US public holidays. Include your request reference when available. Our registered address is not a walk-in retail or returns location.
Before an order is accepted
You may cancel an unaccepted request at any time without charge. If availability, delivery or the proposed total changes, we will explain the options before acceptance. You may decline the revised offer rather than proceed. We will not replace a requested item without your permission.
After acceptance
Ask to cancel before dispatch. If a parcel has already been dispatched, use the returns procedure instead. Where a cancellation is agreed after payment, the refund is returned to the original payment method; bank processing may take additional time. Contact us promptly about an address correction, because changes may not be possible after dispatch.
Website or submission problems
If checkout reports an error, check the highlighted fields and try again. A successful submission shows an order reference. If no reference appears, contact us before making another request. Please do not send financial credentials by email or through order notes. We sell physical coffee accessories and do not provide appointments or coffee subscription services.
Questions before choosing
Tell us the product name and the feature that matters to you, such as capacity, shelf clearance, lid opening or included components. For a cup-holder question, provide the relevant measurements rather than assuming a capacity rating establishes fit. We can discuss the published item information, but do not promise a performance test or a feature absent from its listing. Sliding lids and open straw ports should not be treated as leakproof bag transport.
An effective change request
Put the reference in your message subject when possible and describe exactly what should change: item, quantity, contact information or delivery address. If you have not received a reference, give the approximate submission time and email address used so we can investigate without immediately duplicating the request. An amendment is not confirmed merely because you sent a message. Ask us to confirm whether it can be made before relying on a different destination or item.
Cancellation and dispatch status
Make clear that you want cancellation rather than only asking when the order might ship. An unaccepted request can be cancelled without charge; an accepted order needs a dispatch-status check. If dispatch has already occurred, the return process applies rather than a promise that the moving parcel can be stopped. We will discuss the available options if requested items become unavailable or the proposed terms change, and you can decline the revised offer before acceptance.
Following up without exposing private data
The two-business-day response aim is a service target, not guaranteed round-the-clock staffing or a walk-in opening schedule. If you need to follow up, reply in the same correspondence and restate the reference and unresolved question. Explain whether you need product guidance, a delivery review or a return so the issue can be directed appropriately. Do not send a bank login, full card number or unrelated sensitive information. Our role here concerns physical mugs and tumblers, not appointments or coffee subscription management.
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